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How to Pick the Right Omnichannel Contact Center
Imagine giving your team the ability to see all the information your company has on any lead or customer while also making it possible to contact them via any channel your company uses — all from a single platform. That’s what an omnichannel contact center does. It ties together everything a team of agents might use — from social media, text…
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Strategies for Cloud Contact Center Platform API Management
Cloud contact centers connect agents with customers across multiple channels, including voice, email, SMS, social media, live chat, and more. Cloud contact center platform API management plays a critical role in maintaining all of these channels. Unlike traditional on-premises phone systems and hosted contact center solutions, cloud contact centers aren’t bound by physical locations or servers. Instead, all of your…
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Yes, a Multichannel Contact Center CAN Replace a Dozen Apps
Accommodating your customers’ communication preferences is important, especially as your business grows. This means supporting them via social media, website forms, live chat, SMS, traditional phone support, and any other channels they may use. Going after the wrong channels or using the wrong approach can be costly and difficult to manage. This is true for supervisors, admins, and agents alike.…
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How To Improve Contact Center CX Without Buying New Tech
Customers expect seamless, efficient, 24/7 support. that level of contact center CX is table stakes for maintaining a positive brand image for today’s buyers. Providing a high-level contact center customer experience requires more than just quick responses — it demands thoughtful integration of technology, well-trained agents, and personalized service. This post will explore practical strategies to enhance CX across the…
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How to Contact Amazon Customer Service and Talk to a Real Person
We may earn a commission from links on this page. Amazon is one of the biggest retailers in the world, and that can make it quite challenging to shove past the FAQs, user forums, and Reddit threads to actually talk to a human over the phone. As you probably already know from trying to contact someone on Amazon’s “Contact Us”…
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5 Steps In Every Successful Contact Center Migration Plan
Contact center migration is the process of moving from on-site infrastructure to a cloud-based system, including software, data, and services. This shift allows companies to offer secure communication for remote teams with less complexity compared to traditional on-premises setups. A cloud or virtual contact center provides cost savings, scalability, and improved reliability, making it an ideal choice for businesses aiming…
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WhatsApp now encrypts contact databases for privacy-preserving synching
The WhatsApp messenger platform has introduced Identity Proof Linked Storage (IPLS), a new privacy-preserving encrypted storage system designed for contact management. The new system solves two long-standing problems WhatsApp users have been dealing with for years, namely the risk of losing their contact lists if they lose their phone and the inability to sync contacts between different devices. With IPLS,…
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Korea’s Hanon Systems notifies employees of data breach that compromised SSNs, contact info
South Korea’s Hanon Systems over the weekend confirmed it notified 1,205 Americans of a July 2024 data breach that compromised names, Social Security numbers, and contact information. Ransomware group Hunters International claimed responsibility for the attack, saying it stole more than 1.6 million files, or 2.3 TB of data. Hanon’s notice to victims states, “On July 21, 2024, HS was…
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5 Proven Benefits of Contact Center Workforce Optimization
Contact center workforce optimization has two pillars: workforce management (WFM) and quality management (QM). WFM consists of forecasting, scheduling, and balancing workloads to ensure you have the right people in the right seats at any given time. QM means monitoring, analyzing, and improving agent performance. Without both, you’ll struggle to meet demand, let alone exceed customer expectations. Contact center workforce…
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7 Proven Ways to Elevate Your Contact Center Experience
Customers want to be able to reach you on their terms, preferably as fast as possible. Improving the contact center experience gets you closer to meeting that expectation. Making it easy for customers to find what they need isn’t as complicated as it sounds. There’s no mystery or strange arcane science to it — you can roll out all the…
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